Customer Service Technical Associate

Wolters Kluwer•Madison, WI

4d•Onsite

About The Position

Health, Pharmacy Health Technology, a key business within Wolters Kluwer Health, is a leading provider in the hospital pharmacy market, offering Software as a service (SaaS) solutions to help health-systems and health care professionals improve patient outcomes and prevent harm. The company fosters a relaxed, creative, and inspired environment. They are seeking a Customer Service Technical Associate for their Client Support and Training team. This role involves providing front-line support to clients via phone and email, requiring a working knowledge of all product applications. The associate will deliver excellent customer service to both clients and internal staff, primarily by screening and triaging support calls and emails for first-call resolution or escalation.

Requirements

High School diploma required or equivalent
1+ years’ experience in a customer service or technical support role
Experience with Microsoft Office Suite
Excellent oral and written communication skills
Excellent attention to detail and thorough work skills
Excellent organizational and prioritization skills
Experience with internet-based software applications, including troubleshooting

Responsibilities

Provide support to customers for all products
Diagnose and resolve intermediate technical issues
Create, monitor, document and complete support cases generated from incoming client calls, emails, and internal requests
Gather requirements from internal and external clients to appropriately handle support cases
Communicate to internal and external clients the status of support issues being worked on
Ensure thorough documentation of support actions
Prepare and escalate cases that require further assistance to Product Specialists
Assist in the development of team processes and procedures in an effort to streamline and increase efficiency
Train product end users and new Support staff as needed
Provide support in testing new product updates
Monitor service performance indicator
Assist with projects as requested by Support leadership